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Coaching For Results

A Skills Based Workshop By: A Skills Based Workshop By: Donna Berry, Charles Donna Berry, Charles

Caldwell, and Joe FehrmannCaldwell, and Joe Fehrmann

Facilitated by: Facilitated by:

Jason R. MurphyJason R. Murphy

Manager, Employee and Manager, Employee and Organizational DevelopmentOrganizational Development


Coaching DefinedCoaching Defined

The process used by The process used by individuals to individuals to

empower empower employees to put employees to put forth their best forth their best

efforts.efforts.


Module 2Module 2

CommunicatioCommunicationn



ObjectivesObjectivesAt the end of this module, participants At the end of this module, participants

will be able to:will be able to:1.1. Identify common listening errorsIdentify common listening errors2.2. Ask open ended questionsAsk open ended questions3.3. Demonstrate skill in the two keys Demonstrate skill in the two keys

to effective listeningto effective listening


Listening ErrorsListening Errors• InattentionInattention• Early EvaluationEarly Evaluation• Judging ValuesJudging Values• Aggressive Aggressive

BehaviorBehavior• DebatingDebating


Keys to Effective Keys to Effective ListeningListening

• KEY ONE: KEY ONE: ATTENTIONATTENTION– PosturePosture– Facial expressionsFacial expressions– EyesEyes– SoundsSounds


Keys to Effective Keys to Effective ListeningListening

• Key Two:Key Two:UnderstandingUnderstanding– ParaphrasingParaphrasing– ReflectingReflecting– QuestionsQuestions– Acknowledging Acknowledging

EmotionEmotion


Module 6Module 6

Enabling Enabling Employees to Employees to

SuccessSuccess




will be able to:will be able to:1.1. Explain the two factors necessary Explain the two factors necessary

for enablingfor enabling2.2. Identify roadblocks to your Identify roadblocks to your

employees’ successemployees’ success3.3. Describe resources needed to Describe resources needed to

assist your employeesassist your employees


Enabling Is….Enabling Is….


Elements for EnablingElements for EnablingEnabling Is….Enabling Is….

• Removing Removing roadblocks roadblocks that will that will prevent success.prevent success.

• Providing Providing resourcesresources that will help that will help ensure success.ensure success.


Module 8Module 8

FeedbackFeedback




will be able to:will be able to:• Describe the importance of giving Describe the importance of giving

feedbackfeedback• Evaluate the feedback they gaveEvaluate the feedback they gave• Provide positive feedbackProvide positive feedback• Provide corrective feedbackProvide corrective feedback


Giving Positive FeedbackGiving Positive FeedbackKey Point: Key Point: Recognition Strengthens Recognition Strengthens

PerformancePerformance

BB= = BBehaviorehaviorEE==EEffectffectTT==TThank Youhank You


Giving Corrective Giving Corrective FeedbackFeedback

Goal: Goal: Eliminate behavior, keep the Eliminate behavior, keep the employeeemployee

BB==BBehaviorehaviorEE==EEffectffectEE==EExpectationxpectationRR==RResultesult


Module 9Module 9

The Coaching The Coaching ModelModel




will be able to:will be able to:• Describe the four-step coaching Describe the four-step coaching

modelmodel• Apply the model in a role-playApply the model in a role-play• Develop a plan for using the model Develop a plan for using the model


The Coaching ModelThe Coaching Model• Get the agreementGet the agreement• Decide on a solutionDecide on a solution• Follow upFollow up• Give recognition when the problem Give recognition when the problem

is solvedis solved


Module 10Module 10

Motivation Motivation and Moraleand Morale




will be able to:will be able to:• Describe the basic, needs of Describe the basic, needs of

employeesemployees• List List four four ways to improve ways to improve moralemorale• Identify several methods to Identify several methods to

recognize recognize employee performanceemployee performance


Maslow’s Hierarchy of Maslow’s Hierarchy of NeedsNeedsSelf-Actualization

Esteem

Social Needs

Safety Needs

Physiological Needs


Herzberg’s FactorsHerzberg’s Factors• Hygiene FactorsHygiene Factors

– Comfort and SafetyComfort and Safety• SatisfiersSatisfiers

– Personal Growth and DevelopmentPersonal Growth and Development


McGregor’s X,YMcGregor’s X,Y• X=lazy, avoid work and X=lazy, avoid work and

responsibilityresponsibility• Y=seek responsibility and Y=seek responsibility and

involvementinvolvement


B.F. SkinnerB.F. Skinner• Rewarded behaviorRewarded behavior

– Tends to be repeatedTends to be repeated• PunishmentPunishment

– Discourages unacceptableDiscourages unacceptable• Neutral (ignoring behavior)Neutral (ignoring behavior)

– Indicates the behavior doesn’t matterIndicates the behavior doesn’t matter


Improving MoraleImproving Morale• Keep Keep

communication communication open and freeopen and free

• Maintain a positive Maintain a positive attitude yourselfattitude yourself

• Listen and Listen and encourage encourage feedbackfeedback

• Help employees Help employees achieve their goalsachieve their goals


Module 11Module 11

Types of Types of EmployeesEmployees



ObjectivesObjectivesUpon completion of this module, Upon completion of this module,

participants will be able to:participants will be able to:– Recognized employee growth stage Recognized employee growth stage

behaviorsbehaviors– Adjust Adjust leadershipleadership style to meet the style to meet the

needs of the employees growth stageneeds of the employees growth stage


Employee Growth StagesEmployee Growth StagesNew New

EmployeEmployeee

• Very Very enthusiastenthusiasticic

• In need of In need of training training and and orientatioorientationn

Skilled Skilled WorkerWorker

• Very Very capablecapable

• Attitude Attitude variesvaries

• Can be a Can be a problem problem employeemployeee

High High PerformePerformerr

• CompetenCompetent and t and CommitteCommittedd

TraineeTrainee• BecominBecomin

g skilledg skilled• FrustratFrustrat

ed with ed with inability inability to be to be more more involvedinvolved


Leadership StylesLeadership StylesDirectorDirector• SupervisSupervis

es es closelyclosely

• TrainsTrains• One-Way One-Way

communicommunicatorcator

SupporterSupporter• CoachesCoaches• EncouragesEncourages• Two-way Two-way

communicatcommunicatoror

DelegatDelegatoror

• Hands-Hands-off off mentor mentor stylestyle

• Lets Lets worker worker alonealone

• ListensListens

CoachCoach• CoachesCoaches• TrainsTrains• More More

supportivesupportive• Two-way Two-way

communicatcommunicatoror


Employee’s Needs for Employee’s Needs for LeadershipLeadership

TraineeNew Employee Skilled Worker High Performer

Director Coach Supporter Delegator

Leadership StyleLeadership Style

Employee StageEmployee Stage